Recent Articles

If you could hear the sounds customers make when attempting to navigate through your company’s IVR, would it sound like a haunted house filled with agonizing, blood curdling screeches, moans and groans? …that could be scaring away both your new and loyal customers.

Free Compliments! What a great idea! Bummed out by all of the negativity on the airwaves regarding world affairs and the economy, two sophomores at Purdue University in Indiana took to the streets to make a difference by doling out compliments and brightening the days of passing pedestrians.

Growing up in the Midwest, I was always spellbound by the big summer storms that would roll through…Our current economic conditions remind me of watching those storms. Many companies are hunkered down, battening the hatches, bracing themselves and following the rules – yet what is essential during these stormy times is flexibility. Flexibility and adapting to current circumstances is what will leave companies standing long after the economic storm has passed.

Today we live in a “Time is Money” world where the rapid advancements in technology and the ability to accomplish a lot very quickly often results in very little interaction between the customer and a live, breathing human being. But when the human element is removed for the sake of high efficiency, the business world may consider good customer service non-essential and out of fashion.

BOO! With Halloween right around the corner, here’s a scary thought…
68% of the customers who switch to a different vendor do so because of a perceived attitude of indifference**

We recently had our first snowfall in Indiana. I have to admit, snow doesn’t typically bring out the best in me. Where some people see beauty, I see cold, icy roads that eventually lead to wet slush and traffic delays…

It’s the perfect time to let your staff know just how grateful you are for all of their hard work to keep your company prosperous during the economic challenges of this past year. But if the budget is tight, what do you get a group of people who have been such key players in the success of your company?

Growing up in the Midwest, I was always spellbound by the big summer storms that would roll through…Our current economic conditions remind me of watching those storms. Many companies are hunkered down, battening the hatches, bracing themselves and following the rules – yet what is essential during these stormy times is flexibility.

What makes an employee happy? What makes them miserable? To a great extent, the answer to both questions is their own attitude. Beyond that, it’s Management’s attitude.

If we are unhappy and unfulfilled in our jobs, we will likely share this with co-workers. Before long, that misery can quickly permeate the work culture, and when negativity invades the workplace, the evidence quickly appears in the form of higher absenteeism and turnover, as well as decreased performance and productivity levels.

We were all given two ears and only one mouth…perhaps there’s a reason for that. Could it be because in good communication, listening might be twice as important as talking? Psychologist Carl Rogers states that “man’s inability to communicate is a result of his failure to listen effectively.”

Does your staff only feel good when they’re “Out of the Office”? Has your organization lost that “lovin’ feelin’”? Look around! Maybe it’s not the people that are to blame – maybe it’s the actual work environment!

The look of utter shock and amazement on my friend’s face as he related this conversation isn’t one I’ll soon forget. He asked me, “Who does this kid think he is?” The answer is he’s a member of what is known as “Generation Y” and there are many more just like him entering the workforce!

Growing up in Indianapolis, home of the Indy 500, I am a huge racing fan. It’s an exciting sport full of big wins and clever strategies…In today’s world, business is a lot like a race – having a good offensive strategy is critical, especially with the current economy.

Imagine my surprise when I pulled up to my neighborhood Starbucks only to discover that they had closed down for the evening! For training! Who ever heard of such a thing?

Aaahhh, the three day weekend – the holy grail of working people everywhere. The time to relax, regroup and recharge…right? Well if you’re like me, it’s more likely that even though you’re walking away from the office, you’re walking right into a big list of home projects that have been lurking, just waiting to pounce on a three day weekend! The cunning patience of home projects always amazes me…

It’s 8:05am and I carefully pry myself out of my car, balancing a non-fat Venti Caramel Macchiato in one hand and briefcase in the other, while participating in a conference call with my boss and our Sales Director on my cell phone….The Master of Multitasking has once again conquered the impossible…..or so I think.

Imagine perusing the Sunday paper for job opportunities and running across this ad: “Seeking call center professional that is tired, bored, unenthusiastic, apathetic and conveys an overall disinterest during the greater part of the day.”

The philosophy behind the phrase “Dress for Success” should extend beyond just the interview process. It’s tempting once we land the job we want to relax our standards and get a little too comfortable in our clothing choices. But while people aren’t supposed to judge a book by its cover, the reality is that most of them do. And how you dress could be saying more about you than you realize!

The most common and yes, the most obvious variable is that the product and service being discussed is as variable as your imagination can muster. But since most people call because there’s been a problem, a perceived problem, an anticipated problem, a question, a concern, and not because they are delighted with being one of your thousands of buyers of electricity, there is another common constant that is so often missed in handling calls. Compassion.

About PhonePro.org

All the articles on this site are written by Phone Pro's call center trainers. Their years of experience can provide a great deal of insight into call center management. The articles on this site are provided to help educate our clients and the entire call center industry.

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